Returns & Refunds

Refund Policy

At BYEL, we want you to love your purchase. We understand that sometimes things don't work out exactly as planned, which is why we've created a straightforward and fair return policy.

30-Day Return Window

We want you to shop with confidence. Unopened and unused products may be returned within 30 days of delivery for a refund. We do not charge a restocking fee. For change-of-mind returns, customers are responsible for return shipping costs and original shipping charges are non-refundable. If your order arrives faulty, damaged or incorrect, please contact us and we'll make it right. For hygiene and safety reasons, opened products cannot be returned for change of mind. Nothing in this policy limits your rights under Australian Consumer Law.

Return Requirements:

  • Product must be unopened and unused
  • Original packaging and seal must be intact
  • Proof of purchase is required
  • Customer covers return shipping for change-of-mind returns
  • Faulty, damaged or incorrect items are covered in accordance with the ACL.

How to Start Your Return

  1. Starting a return is simple. Email us at support@byel.com.au with:
    • Your order number
    • The product you wish to return
    • A brief reason for your return
  2. Our customer care team will review your request and respond within 2 business days.
  3. Once your return is approved, we’ll email you with the return instructions and next steps.
  4. Please package your item securely, preferably using the original packaging, before sending it back.

Refund Process

Once we receive and inspect your return:

  • Returns are reviewed within 2 business days
  • Approved refunds are issued to your original payment method
  • Please allow 3–5 business days for us to process your refund. Your bank or payment provider may require an additional 5–10 business days
  • You’ll receive an email confirmation once your refund has been issued

Refund Includes:

  • Full product price for approved returns
  • Original shipping costs if the return is due to our error. Change-of-mind return shipping and original delivery fees are non-refundable.
  • Reasonable return shipping costs for faulty, damaged, or incorrect items

Damaged or Incorrect Items

Something not quite right? We’re here to make it right.

  • Take a photo of the damaged or incorrect item
  • Contact our customer care team with your order number
  • Contact support@byel.com.au within 48 hours of delivery, include a brief description of the issue, attach any photos that help us understand what happened
  • We’ll review your request promptly and arrange a replacement or refund where appropriate

Please contact us as soon as possible after receiving your order so we can resolve the issue quickly.

Non-Returnable Items

For hygiene and safety reasons, we’re unable to accept change-of-mind returns for::

  • Opened or used products
  • Products with a broken or removed safety seal
  • Products not in their original packaging
  • Items purchased from an unauthorised third-party retailer
  • Products returned more than 30 days after delivery
  • Gift cards

Special Considerations

International Returns

  • Custom duties and taxes are non-refundable
  • Return shipping costs responsibility varies by country
  • Contact support@byel.com.au for country-specific guidance

Additional Information

Received BYEL as a gift? We’re happy to help.

  • Gift returns must meet our standard 30-day return requirements
  • Proof of purchase or order details may be required
  • Approved gift returns will be issued as BYEL store credit. Refunds cannot be issued directly to the gift recipient.

Our Quality Promise

We take the quality of every BYEL product seriously. If you believe there is an issue with the quality of your product, please contact our customer care team with your order number, a description of the issue, and photos where applicable. We’ll review it promptly and work with you to find an appropriate solution.

Our Commitment to You

Your confidence in BYEL matters to us. If something isn’t right with your order or experience, please reach out. We’re here to listen, help, and make things right where appropriate.

Need Help?

Our customer service team is ready to assist:

  • Email: support@byel.com.au
  • Response Time: Within 2 business days
  • Business Hours: Monday-Friday, 9am-5pm EST